Description
The U.S. Virgin Islands Department of Human Services is seeking a qualified contractor to provide end‑to‑end Electronic Benefits Transfer (EBT) services for the Supplemental Nutrition Assistance Program (SNAP). The contractor will be responsible for system design, implementation, ongoing operation, card issuance, point‑of‑sale (POS) terminal management, customer support, reporting, security, and disaster‑recovery functions over a four‑year base period with two optional two‑year renewals.
• Deliver a fully functional EBT host system that supports SNAP account management, real‑time transaction processing, and integration with USDA/FNA settlement systems.
• Provide POS terminals, card production, distribution, and 24 × 7 customer‑service (ARU & live CSR) meeting defined service‑level metrics (99.9 % uptime, 2‑second response 98 % of the time).
• Implement robust security controls (SSAE 18 / SOC 1 & 2 compliance, encrypted PINs, multi‑factor authentication) and maintain a documented Business Continuity/Disaster Recovery plan.
• Supply training materials for DHS staff, retailers, and end‑users, and produce the required daily, monthly, and annual performance and financial reports.
• Manage transition activities, including data conversion, system testing, and ongoing support throughout the contract term.